About ITIL and Service Management


The Information Technology Infrastructure Library (ITIL) is defined on the official ITIL site as “the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practices, drawn from the public and private sectors internationally.” ITIL was originally developed by the British government in the 1980s for its Central Computer and Telecommunications Agency and is currently in its third revision. BU’s IS&T organization adopted the ITIL framework in 2009.

Service Management

Service Management is defined on the official ITIL site as “a set of specialized organizational capabilities for providing value to customers in the form of services.” Service Management provides a framework within which an organization can have the right people, tools, and processes in place to function optimally and provide excellent customer service.